Franchise Position Title: Language Center Director

(LCD)
@Berlitz Learning Center Title: LCD
Location*: Franchise Center
Position level: Management
Description date: January 2018
Reporting relationship: Direct Supervisor / GM /
Franchise Owner
Evaluation: RAP, conducted by: Direct Supervisor / GM /
Franchise Owner

Overview of position:
The Language Center Director (LCD) is responsible for the overall performance of the
Franchise Language Center (FLC) which includes: achievement of sales targets and
activities, providing leadership, training and development to the center staff and ensuring
customers receive the highest level of service and adhering to company policies and
procedures. The LCD is fully responsible for all matters concerning the language center
including FLC personnel, commercial activities, development and evaluation of employees
and administrative management. The LCD is responsible for the overall quality and
educational value of the Berlitz franchise services provided.

Key areas of responsibility:

Financial
 Drive results
Prepare and implements operational and financial plans, targets and initiatives.
Ensure the FLC achieves revenue and lesson delivery targets.

 Financial management
Analyze net profit of the center in relation to revenue and expenditure. Take action on
items affecting poor financial performance.

 Operational efficiency
Analyze strong/weak areas of the operation and take prompt actions in order to further
improve results. Ensure the center operation is running efficiently and effectively.

 Risk management
Be aware of and takes appropriate action to manage possible risk to the business and
business assets. This includes “hard assets (computers, furniture, etc.) and soft assets
(people, reputation, etc.)

Customer Service & Sales

 Acquisition / Sales
Perform a sales function role directed at gaining new customers from both the corporate
and consumer market. This will include but is not limited to active and ongoing prospect-
ing.

Franchise Language Center Director Job Description & Training Plan BFC 05.01.01.2018 Page 1 of 9
*This Berlitz Center is an independently owned and operated franchise
 Customer experience & retention
Drive customer retention by ensuring that learners’ learning goals are being met through
high quality lessons, timely counseling (Berlitz Learning Cycle) and that overall service
provided by staff exceeds customer’s expectations at all times (inside and outside the
training room). Handle and resolve all customer issues or concerns in a timely and appro-
priate manner.

 Marketing
Implement local market activities to generate additional inquires and enrollments

 Grow market share

Cultivate relationships with clients and potential clients; seek to strengthen ties with asso-
ciations, authorities, and organizations to grow market share.

Employee Management
Actively promote two-way communication in the FLC to establish team spirit and a winning
work environment. Model the expected standards: walk, talk and engrain a culture within the
center which is representative of our Vision, Mission and Values and Minimum Standards of
operation
 Recruit, hire and provide / coordinate on the job training
 Performance management: monitor, coach and develop staff to become high performers
 Set clear and realistic expectations for all staff. Provide the training and support neces-
sary for staff to excel in their position and/ or to enable them to move to the next level in
their Berlitz career. As required, realign staff with the expectations of the position, and
take immediate and necessary action if performance does not improve up to including
termination.
 Conduct staff performance evaluations according to company guidelines and expecta-
tions

General Management
 Responsible for administration, reporting, maintaining and exceeding quality standards,
adherence to all Berlitz franchise policy and procedures and government regulated poli-
cies
 Monitor compliance with the daily and weekly opening and closing hours of the center
 Carry out the requisite personnel planning and deployment
 Be responsible for planning and organization in the center and for the day to day running
of the center
 Ensure that all statutory provisions, guidelines and work agreements are complied with,
so as to insure the orderly running of the business:
 Ensure that all accounting records are maintained in accordance with local law and
Berlitz franchise policy
 Ensure accurate sales record keeping
 Ensure accurate daily use of the language center management system
 Prepare and maintain all necessary staff files
 Prepare and/or review and authorize payroll of all FLC staff
 Ensure that the physical premises of the FLC are reflective of a premium brand:
spotless, safe and inviting and attractive in appearance to customers and employees

Franchise Language Center Director Job Description & Training Plan BFC 05.01.01.2018 Page 2 of 9
*This Berlitz Center is an independently owned and operated franchise
Requirements
 2-5 years sales experience
 2-5 years in supervisory or management position
 Native fluency in country language, Berlitz Level 7 in English
 Self-Starter with entrepreneurial spirit and strong leadership skills
 Proven ability to achieve and exceed sales targets
 Excellent communication and organizational skills
 Ability to work flexible/extended hours, including day, evening, and weekend when re-
quired
 Post-secondary education

Specific skill requirements

 Math and accounting skills
 Business acumen, including profit & loss accountability
 Superior reading, writing and verbal communication skills (both in English and regional /
country language)
 Computer savvy and proficient with Microsoft applications: Word, Outlook, Excel, Power-
Point

Competencies

Personal Accountability: A measure of the capacity to be answerable for personal actions

 Accepts personal responsibility for the consequences of personal actions
 Avoids placing unnecessary blame on others
 Maintains personal commitment to objectives regardless of the success or failure of per-
sonal decisions
 Applies personal lessons learned from past failures to moving forward in achieving future
successes

Interpersonal Skills: The ability to interact with others in a positive, productive manner
 Initiates and develops business relationships in positive, productive ways
 Successfully works with a wide range of personalities at varying levels of organizations
 Communicates with others in ways that are clear, respectful and understandable
 Demonstrates ease in relating with a diverse range of people of varying backgrounds,
ages, experience and education levels

Self-Management: The ability to prioritize and complete tasks in order to deliver desired out
comes within allotted time frames
 Independently pursues business objectives in an organized and efficient manner
 Prioritizes activities as necessary to meet job responsibilities
 Maintains required level of activity toward achieving goals without direct supervision
 Minimizes work flow disruptions and time wasters to complete high quality work within a
specific time frame

Franchise Language Center Director Job Description & Training Plan BFC 05.01.01.2018 Page 3 of 9
*This Berlitz Center is an independently owned and operated franchise
Goal Achievement: The overall ability to, for self and others, set, pursue and attain achiev-
able goals, regardless of obstacles or circumstances.
 Establishes goals that are relevant, measurable, realistic and attainable
 Identifies and implements required plans and milestones to achieve specific business
goals
 Initiates activity toward goals without unnecessary delay
 Stays on target to complete goals regardless of obstacles or adverse circumstances
 Ability to align goals for others
 Ability to motivate others towards goal achievement

Customer Focus: A commitment to customer satisfaction

 Consistently places a high value on customers and all issues related to customers
 Objectively listening and comprehension, understand and represents customer feedback
 Anticipates customer needs and develops appropriate solutions
 Meets all promises and commitments made to customers; effectively manages customer
expectations

Leading Others: The ability to organize and motivate people to accomplish goals while cre-
ating a sense of order and direction
 Inspires others with a compelling vision
 Empowers others to accomplish common goals
 Represents a positive, motivational example for others to emulate in becoming leaders
 Supports others through providing clarity, direction, organization and purpose

Results Orientation: The ability to identify actions necessary to complete tasks and obtain
results
 Maintains focus on goals; builds common momentum
 Identifies and acts on removing potential obstacles to successful goal attainment
 Implements thorough and effective plans and applies appropriate resources to produce
desired results
 Follows through on all commitments to achieve results

By signing below I acknowledge and accept the responsibility of the ‘Language Center Direc-
tor’ position at (NAME OF FRANCHISE COMPANY)*. This job description does not imply
that these are the only job duties to be performed by occupying this position. I understand
that I will be required to follow all job related instructions and to perform all other job related
tasks requested by my supervisor.

Date: ______________________ Employee Signature: _________________

Supervisor Signature: ____________________________________________________

Franchise Language Center Director Job Description & Training Plan BFC 05.01.01.2018 Page 4 of 9
*This Berlitz Center is an independently owned and operated franchise
Franchise Training Plan: Language Center Director
(LCD)

Franchise EMEA Product & Solutions

Core Training
Online Training Live Training
Berlitz Method The Berlitz Company
o The Berlitz Difference o Global Berlitz and Local Company Profile &
o Berlitz Product Knowledge - Method and Solu- Presentation
tions
Facts (Features) & Benefits:
Product Knowledge – Standard Programs o Berlitz Method
o BerlitzEnglish 1-4 Sales Orientation o Berlitz Proficiency Levels
o BerlitzEnglish Mobile Companion (App) o Berlitz Standard Program Materials
o Introduction to the Berlitz Digital Curriculum o Berlitz Tuition Forms
o BerlitzEnglish Business Suite for Levels 5 - 8: o Berlitz Learning Cycle
Orientation for Sales and Operations Staff o Berlitz Testing & External Exams
o Berlitz FIGS 1-4 Sales Orientation o Berlitz Instructor Qualification Program
o Berlitz FGS 5-6 Sales Orientation o eBerlitz
o Total Immersion® o Berlitz Virtual Classroom (BVC)
o Customizations unit
Product Knowledge – Kids & Teens o Berlitz Study Abroad
o Mimi and Me Second Edition Orientation o Berlitz Kids & Teens
o Global Adventure - Sales Orientation o Berlitz Customer Service
o TimeZones 2nd Edition Instructor Orientation
o Cultural Program - Sales Orientation
o
Product Knowledge - eBerlitz
o Introduction to BVC Lessons for Sales Staff
o CyberTeachers Version 8: from a customer’s Training Support Materials
perspective  Berlitz & Local LC Company Presentation
o Introduction to eBerlitz Blended (Phone  Instructor Qualification Program
Lessons and CyberTeachers Version 8)  Berlitz Franchise Learning Cycle Manual
o Introduction to NetPlanning (stand-alone Tele-  Berlitz Sell Sheets & Product Info
phone Lessons)  Berlitz Program Catalog
o CyberTeachers Version 9 - Sales Orientation  Berlitz Franchise Operations Manual

Record of required training:

Tick (√) boxes above when completed; then enter below dates of live training, name of trainer
and trainee signature. (Note: Add more lines if needed)

Date(s): ____________Trainer: _________________ Trainee Signature: ______________

Date(s): ____________Trainer: _________________ Trainee Signature: ______________

Date(s): ____________Trainer: _________________ Trainee Signature: ______________

Franchise Language Center Director Job Description & Training Plan BFC 05.01.01.2018 Page 5 of 9
*This Berlitz Center is an independently owned and operated franchise
Franchise Training Plan: Language Center Director
(LCD)

Franchise EMEA Sales Competence

Online Training
Berlitz Selling Skills
o Handling Inquires – Online Introduction (Europe)
o Introduction to Consultative Selling
o Successful Sales - The Sales Interview
o Berlitz Learning Cycle Task - What is your role?

Live Training
The Berlitz Company Corporate Sales
o Review of Global Berlitz and Local Company o Local Corporate Sales Strategy
Profile & Presentation o Business Networking
o Local Consumer Market, Competitors and lo- o Corporate Sales Targets, Planning & Re-
cal Sales Strategy porting
o Call-Mail-Call
Berlitz Product & Solutions Training Review o Corporate Events
o Review of Product & Solutions Training o Third Party Vendor Alliance

Inquires (Consumer & Corporate)

o Direct & Indirect
o Handling inquires
o Inquiry follow-up

The Berlitz Sales Interview (Consumer & Cor-

porate)
o Fundamental Selling Skills (Consultative Sell-
ing)
o The Berlitz Sales Interview
 Warm-up
 Qualification & Placement
 Confirmation
 Presentation & Recommendation
 Close Training Support Materials
o Handling objections  Berlitz Franchise Operations Manual (OM)
 Berlitz & Local LC Company Presentation
Retention Sales (Consumer & Corporate)  Local Consumer & Corporate Sales goals
o Berlitz Learning Cycle and reporting
o Re-enrollment Process  Berlitz (Local) Briefing Book

Record of required training:

Tick (√) boxes above when completed; then enter below dates of live training, name of trainer
and trainee signature. (Note: Add more lines if needed)

Date(s): ____________Trainer: _________________ Trainee Signature: ______________

Date(s): ____________Trainer: _________________ Trainee Signature: ______________

Date(s): ____________Trainer: _________________ Trainee Signature: ______________

Franchise Language Center Director Job Description & Training Plan BFC 05.01.01.2018 Page 6 of 9
*This Berlitz Center is an independently owned and operated franchise
Franchise Training Plan: Language Center Director
(LCD)

Franchise EMEA LC Daily Operations

Live Training
Operations Manual
o OM Component 5 – Daily Operations

Language Center Management System

o Lesson 1 – Introduction to LCMS
o Lesson 2 – Customer Inquiry/Pre-Enrollment
o Lesson 3 – Customer Interview
o Lesson 4 – Working with Enrolled customers
o Lesson 5 – Company-Customer Affiliations
o Lesson 6 – Groups
o Lesson 7 – Employee Information
o Lesson 8 – Invoice
o Lesson 9 – Keeping Track of Materials
o Lesson 10 – Understanding & Using the Scheduler
o Lesson 11 – Accounting
o Lesson 12 – Running LCMS reports
o Lesson 13 – Database
o Lesson 14 – Miscellaneous
o Lesson 15 – Terminology, Glossary

Training Support Materials

 Berlitz Franchise Operations Manual (OM)
 Service Representative Manual
 LCMS Training Manual

Record of required training:

Tick (√) boxes above when completed; then enter below dates of live training, name of trainer
and trainee signature. (Note: Add more lines if needed)

Date(s): ____________Trainer: _________________ Trainee Signature: ______________

Date(s): ____________Trainer: _________________ Trainee Signature: ______________

Date(s): ____________Trainer: _________________ Trainee Signature: ______________

Date(s): ____________Trainer: _________________ Trainee Signature: ______________

Franchise Language Center Director Job Description & Training Plan BFC 05.01.01.2018 Page 7 of 9
*This Berlitz Center is an independently owned and operated franchise
Franchise Training Plan: Language Center Director
(LCD)

Franchise EMEA Customer Service, People

Management & Business Skills - Managers
Online Training Live Training
Customer Service, People Management & Marketing
Business Skills o OM Component 1 – Customer Acquisition
o Berlitz Corporate Values for Managers o OM Component 5 – Daily Operations
o The Berlitz Brand Training Module
o Introduction to Financials Human Resources & Leadership
o Berlitz Customer Service o OM Component 4 – Employee Retention
o Customer Service Simulation
o Managing Customer Complaints & Recovery Work Environment
o Counseling Simulation o OM Component 5 – Daily Operations
o Moving into Management
o Situational Leadership Training Support Materials
o Delegation Parts 1 & 2  Berlitz Franchise Operations Manual (OM)
o Business Ethics  Marketing Guidelines
o Conflict Resolution  Berlitz Brand Portal
o SMART Goals & Action Planning  Recruiting Guidelines
o Time Management – Effectiveness and Effi-  Job Descriptions & Training Plans
ciency  Interview Checklists
 Local Hiring Guidelines
 Employee Contracts
 Welcome Packs
 Performance Evaluations
 Global Minimum Standards & LC Planner

Record of required training:

Tick (√) boxes above when completed; then enter below dates of live training, name of trainer
and trainee signature. (Note: Add more lines if needed)

Date(s): ____________Trainer: _________________ Trainee Signature: ______________

Date(s): ____________Trainer: _________________ Trainee Signature: ______________

Date(s): ____________Trainer: _________________ Trainee Signature: ______________

Date(s): ____________Trainer: _________________ Trainee Signature: ______________

Franchise Language Center Director Job Description & Training Plan BFC 05.01.01.2018 Page 8 of 9
*This Berlitz Center is an independently owned and operated franchise
Record of Language Center Director
Further Training: (LCD)

Name: _____________________________________

Training Trainer Date(s) Trainee Signature

Franchise Language Center Director Job Description & Training Plan BFC 05.01.01.2018 Page 9 of 9
*This Berlitz Center is an independently owned and operated franchise